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Ç°ÑÔ…………………………………………………………………1 UNIT 1 Making and Answering Telephone ½Ó´òµç»°………………………………………1 1.1 Answering an Acquaintance’s Phone ½ÓÌýÊìÈ˵绰………………………1 1.2 Answering a Stranger’s Phone ½ÓÌýÄ°ÉúÈ˵绰…………………………………………2 1.3 Call Transferring ת½Óµç»°…………………………………………………4 1.4 Answering the Phone for Your Boss ÉÏ˾²»ÔÚ»òΪÉÏ˾µ²¼ÝµÄµç»°………………5 1.5 Leaving and Taking Messages µç»°ÁôÑԺͼǼ……………………8 1.6 When the Telephone Line is Busy µç»°Õ¼Ïß………………………………………………14 1.7 Handling Calls of Wrong Numbers ½Óµ½²¦´íµÄµç»°ºÍ²¦´íµç»°ºó………………………15 1.8 International Telephone ¹ú¼Êµç»°………………………………………………18 1.9 Making and Answering Telephone Calls by a Secretary ÃØÊéÈçºÎ½Ó´òµç»°………………28 UNIT 2 Reception ½Ó´ý…………………………………………………35 2.1 Making Appointments °²ÅÅÔ¼¼û………………………………………………35 2.2 Changing an Appointment ¸Ä±äÔ¼¼û………………………………………………39 2.3 Receiving Visitors with an Appointment ½Ó´ýÓÐÔ¼¶øÀ´Õß…………………………42 2.4 Receiving Visitors without an Appointment ½Ó´ýÎÞÔ¼¶øÀ´Õß…………………45 2.5 How to Make Visitors Wait ÇëÀ´¿ÍµÈºò……………………………………………51 2.6 Declining Visitors for Your Boss µ²¼Ý……………………………………………………54 2.7 Reception Timetable ½Ó´ý±í…………………………………………………56 2.8 How to Receive Visitors ÈçºÎ½Ó´ýÀ´¿Í…………………………………………58 2.9 How to Make Appointments ÈçºÎ°²ÅÅÔ¼¼û…………………………………………61 UNIT 3 Arranging Schedules and Business Trips for Your Boss ÉÏ˾¹¤×÷Èճ̺ÍÉÌÎñÂÃÐа²ÅÅ……………66 3.1 Arranging Schedules ¹¤×÷Èճ̰²ÅÅ…………………………………………66 3.2 Arranging Business Trips ÉÌÎñÂÃÐа²ÅÅ…………………………………………69 3.3 Booking Airplane Tickets Ô¤¶©»úƱ………………………………………………73 3.4 Enquiring about Railway Tickets ѯÎÊ»ð³µÆ±……………………………………………80 3.5 Booking Hotel Rooms Ô¤¶©±ö¹Ý·¿¼ä…………………………………………81 3.6 On the Journey ÂÃ;ÖÐ…………………………………………………90 3.7 Appreciation Letters ¸Ðлº¯…………………………………………………96 4.1 Meeting Announcements »áÒé֪ͨ………………………………………………98 4.2 Meeting Schedules »áÒéÈճ̱텅………………………………………103 UNIT 4 Arranging Meetings °²ÅÅ»áÒé……………………………………………98 4.3 Useful English Words in Conference »áÒé·þÎñÖг£ÓÃÓ¢Óï………………………106 4.4 Meeting Minutes »áÒé¼Ç¼………………………………………………108 4.5 How to Prepare an Agenda ÈçºÎÖƶ¨Òé³Ì…………………………………………113 UNIT 5 Secretarial Work in Conference and Exhibition »áÕ¹ÖеÄÃØÊ鹤×÷…………………………………118 5.1 The Secretarial Work Before the Meeting »áչǰµÄÃØÊ鹤×÷………………118 5.2 Communication and Coordination in the Exhibition »áÕ¹ÖеŵͨÓëЭµ÷………120 UNIT 6 Mails£¬ Telexes and Faxes ´¦ÀíÓʼþºÍµç´«¡¢´«Õæ………………………………138 6.1 Registration of Incoming Mails ÊÕµ½ÓʼþµÇ¼Ç…………………………………………138 6.2 Registration of Expected Mails ½«ÒªÊÕµ½ÓʼþµÇ¼Ç……………………………………139 6.3 Preparing Mail Digest ÓʼþÕªÒª………………………………………………140 6.4 Forwarding of Mails ÓʼþתËÍ………………………………………………141 6.5 Mail Routing Slip Óʼþ´«ÔÄ………………………………………………142 6.6 Telexes µç´«……………………………………………………143 6.7 Faxes ´«Õæ……………………………………………………154 6.8 How to Deal with Incoming Mails ÈçºÎ´¦ÀíÊÕµ½µÄÓʼþ…………………………………155 UNIT 7 How to Write English Letters Ó¢ÎÄÐź¯µÄд·¨……………………………………160 7.1 An Example ÆÕͨӢÎÄÐź¯¾ÙÀý……………………………………160 7.2 The structure of an English Letter ÆÕͨӢÎÄÐź¯µÄ½á¹¹…………………………………161 7.3 Business Letters Ó¢ÎÄÉÌÎñÐź¯…………………………………………167 7.4 Format of English Letters Ó¢ÎÄÐź¯µÄ¸ñʽ………………………………………171 7.5 The Envelope Ó¢ÎÄÐÅ·âµÄд·¨………………………………………175 UNIT 8 Etiquette in Social Occasions Éç½»ÀñÒÇ……………………………………………179 8.1 Meeting the Office Staff Óë°ì¹«ÊÒͬÊ´òÕкô…………………………………179 8.2 Etiqutte in Visiting and Reception °Ý·ÃÓë½Ó´ýÀñÒÇ………………………………………187 8.3 Etiqutte in Banquet ÑçÇëµÄÀñÒÇ……………………………………………194 8.4 The Relationship Between Etiquette and Secretarial Work ÀñÒÇÓëÃØÊ鹤×÷µÄ¹Øϵ……198 8.5 The Principle in the Implementation of Etiquette ÀñÒÇÊ©ÐеÄÔ­Ôò…………………202 UNIT 9 Letters in Socialization ³£ÓÃÉç½»ÀàÓ¢ÎÄÐÅ…………………………………210 9.1 Invitations and Replies ÑûÇëÓë´ð¸´……………………………………………210 9.2 Appreciation Letters ¸ÐлÐÅ…………………………………………………215 9.3 Congratulation Letters ºØÐÅ……………………………………………………217 9.4 Condolence Letters οÎÊÐÅ…………………………………………………219 UNIT 10 Business Letters £¨¢ñ£© ÉÌÎñÐź¯£¨Ò»£©………………………………………222 10.1 Enquiry and Offer ѯ¼ÛºÍ±¨¼ÛÐÅ…………………………………………222 10.2 Order ¶©¹ºÐÅ…………………………………………………228 10.3 Shipment ×°ÔË……………………………………………………231 10.4 Payment ¸¶¿îÐź¯………………………………………………234 UNIT 11 Business Letters £¨¢ò£© ÉÌÎñÐź¯£¨¶þ£©………………………………………244 11.1 Trade Contract óÒ׺Ïͬ………………………………………………244 11.2 Claims Ë÷Åâ……………………………………………………251 11.3 Settlement of Claims ÀíÅâ……………………………………………………255 UNIT 12 The Usage of New Media in Secretarial Work ÐÂýÌåÔÚÃØÊ鹤×÷ÖеÄÓ¦ÓÃ……………………………………………260 12.1 A Survery by New Media ͨ¹ýÐÂýÌå×öµ÷²é……………………………………260 12.2 Made a Vote on Weibo ͨ¹ý΢²©Í¶Æ±…………………………………………261 12.3 Perfecting Related Content of WeChat Public Number for the Company ÍêÉÆÆóҵ΢ÐŹ«ÖںŵÄÏà¹ØÄÚÈÝ……………………262 12.4 Contacted Mary Working in the Poll Company ÁªÏµÍ¶Æ±Á´½Ó¹«Ë¾ÁªÏµÈË………263 12.5 Sorting Files ÕûÀíÎļþ………………………………………………265 UNIT 13 Application for an Secretarial Job ÈçºÎӦƸÉæÍâÃØÊéְλ……………………276 13.1 Writing Application Letters дӦƸÐÅ………………………………………………276 13.2 Writing a Resume д¼òÀú…………………………………………………284 13.3 Job Interview Skills ÇóÖ°ÃæÊÔ¼¼ÇÉ…………………………………………290 13.4 Interview Dialogues ÃæÊÔ¶Ô»°………………………………………………298 13.5 Testing One’s Skills ¼¼ÄܲâÊÔ………………………………………………308 13.6 After the Interview ÃæÊÔºó…………………………………………………311 13.7 How to Prepare for an Interview ÈçºÎΪÃæÊÔ×÷×¼±¸……………………………………313 ²Î¿¼ÎÄÏ×…………………………………………………………319